Documentation

Common Issues

Solutions to frequently encountered problems in Moqup.

This guide covers solutions to common issues you might encounter while using Moqup.

Access Issues

Can't Log In

  • Login page doesn't respond
  • "Invalid credentials" error
  • Stuck on loading
  1. Check credentials

- Verify email address spelling - Reset password if unsure - Check caps lock

  1. Clear browser data

- Clear cookies for moqup.io - Clear cache - Try incognito mode

  1. Try different browser

- Use Chrome, Firefox, or Safari - Update browser to latest version

  1. Check account status

- Account may be suspended - Contact support if needed

Client Can't Access Portal

  • Link shows error
  • Password not working
  • "Access denied" message
  1. Verify link

- Check link is correct and complete - Regenerate if expired - Ensure project is shared

  1. Check permissions

- Verify client access is enabled - Confirm stage visibility settings - Check password if set

  1. Test the link yourself

- Open in incognito window - Verify it works for you

File Issues

Upload Failing

See File Upload Errors for detailed solutions.

Quick fixes:

  • Check file size limit
  • Verify file format
  • Check internet connection
  • Try smaller file

Files Not Displaying

  • Blank preview
  • Loading forever
  • Broken image icon
  1. Refresh the page

- Hard refresh: Cmd+Shift+R / Ctrl+Shift+R

  1. Check file integrity

- Re-upload the file - Try different format

  1. Browser issues

- Clear cache - Disable extensions - Try different browser

Slow File Loading

  • Long load times
  • Spinner doesn't stop
  • Thumbnails slow
  1. Check connection

- Test internet speed - Try wired connection

  1. Optimize files

- Reduce file sizes - Use web-optimized formats

  1. Browser performance

- Close unused tabs - Restart browser - Check available memory

Annotation Issues

Can't Add Annotations

  • Clicking doesn't create pin
  • Comment box doesn't appear
  • "Error saving" message
  1. Check permissions

- Verify you have comment access - Check if project allows annotations

  1. Browser issues

- Enable JavaScript - Disable ad blockers - Check for conflicts

  1. Try again

- Refresh page - Log out and in

Annotations Not Saving

  • Comment disappears
  • Error message on post
  • Changes not persisting
  1. Check connection

- Ensure stable internet - Retry after reconnecting

  1. Copy content first

- Copy comment text - Refresh and try again

  1. Session expired

- Log out and in - Check session timeout

Missing Annotations

  • Annotations disappeared
  • Can't see others' annotations
  • Count doesn't match
  1. Check filters

- Ensure "All" status selected - Check version filter - Check author filter

  1. Check visibility settings

- Toggle annotation layer - Verify view settings

  1. Version mismatch

- Annotations tied to versions - View correct version

Notification Issues

Not Receiving Emails

  • No email notifications
  • Delayed emails
  • Missing digests
  1. Check settings

- Verify email notifications enabled - Check specific event settings

  1. Check spam folder

- Add moqup.io to contacts - Mark as "not spam"

  1. Check email address

- Verify address in profile - Check for typos

Too Many Notifications

  • Inbox flooded
  • Every action triggers email
  1. Adjust settings

- Switch to digest mode - Disable low-priority events

  1. Mute specific items

- Mute busy threads - Mute completed projects

  1. Use in-app only

- Disable email - Check app instead

Push Not Working

  • No browser notifications
  • Mobile notifications missing
  1. Check browser permissions

- Enable notifications for moqup.io - Check system settings

  1. Check app settings

- Enable push in preferences - Re-enable if disabled

Performance Issues

Slow Application

  • Pages take long to load
  • Actions feel sluggish
  • General lag
  1. Browser optimization

- Close unused tabs - Clear cache - Update browser

  1. Check resources

- Close resource-heavy apps - Check available memory

  1. Try different browser

- Chrome tends to be fastest - Disable extensions

High Memory Usage

  • Browser using lots of RAM
  • System slowing down
  • Crash warnings
  1. Limit open projects

- Close unused project tabs - Work on one project at a time

  1. Browser settings

- Enable hardware acceleration - Check for memory leaks

  1. Restart periodically

- Refresh page regularly - Restart browser daily

Sync Issues

Figma Not Syncing

  • Changes not appearing
  • Sync stuck
  • Old versions showing
  1. Check connection

- Reconnect Figma integration - Re-authorize if needed

  1. Manual sync

- Click "Sync Now" button - Re-import if needed

  1. Check Figma status

- Ensure file is saved - Check Figma permissions

Real-time Not Working

  • Other users' changes not appearing
  • Cursors not visible
  • Stale data
  1. Check connection

- Ensure stable internet - WebSocket may be blocked

  1. Refresh

- Manual refresh - Log out and in

  1. Network settings

- Check firewall - VPN may interfere

Mobile Issues

PWA Not Working

  • Can't install app
  • Push not working
  • Features missing
  1. Re-install PWA

- Remove from home screen - Clear site data - Add again

  1. Check browser

- Use Chrome on Android - Use Safari on iOS

  1. Check permissions

- Enable notifications - Allow camera if needed

Getting More Help

If these solutions don't work:

  1. Check status page: status.moqup.io
  2. Search help center: More detailed articles
  3. Contact support: support@moqup.io
  4. Community forum: Ask other users

When Contacting Support

Include:

  • Browser and version
  • Operating system
  • Screenshots of error
  • Steps to reproduce
  • Account email

Next Steps

  1. File Upload Errors - Upload issues
  2. Browser Compatibility - Browser support
  3. Best Practices - Prevent issues